Operations Manager – Records & Research

Role Overview

• Oversee order fulfillment, order review, and compliance-related processes to ensure timely and accurate results
• Evaluate department efficiencies and implement workflow strategies that optimize resources, reduce friction, and support SLA and quality commitments
• Partner closely with the Compliance team to interpret requirements and adapt workflows to maintain alignment with regulations and industry standards
• Oversee the collection, analysis, and reporting of quality and productivity data to drive informed decisions and performance
• Ensure escalations are addressed timely through effective collaboration with other departments to maintain service reliability
• Identify and resolve operational bottlenecks and streamline procedures
• Foster a positive team culture through strong communication, training, mentoring, and support for continuous learning
• Guide and coach Records Specialists through performance management, expectation setting, and ongoing development to support professional growth and consistent policy adherence

Requirements

• Bachelor’s degree preferred or equivalent experience
• 4+ years of experience working at a Consumer Reporting Agency
• 2+ years managing a team of people
• Familiarity with employment screening processes and related regulations
• Competence in interpreting business data and identifying actionable insights
• A dedicated home office space that is noise
• and distraction-free with access to a reliable and secure high-speed internet connection
• Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred

Benefits

• paid healthcare and life insurance premiums
• low-cost dental and vision insurance
• company-paid basic life insurance
• company-paid Short-Term Disability policy
• employee assistance program
• 401(k) matching up to 4%
• time off
• 9 company paid holidays
• 2 additional days of paid time off for volunteer activities
• Searching for Stars Employee Referral Program